KAITLIN M. MORAN
Vice President Customer Success And Operations
Washington,DC
Summary
Experienced Vice President of Customer Success, bringing 15 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Experienced in creating and maintaining a Customer Success Department. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
VP of Customer Success and Operations
Citian
10.2024 - Current
- Led Customer Success department, including CSMs, proposal department and product department.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction. Retained 100% customer retention for $5.6 ARR.
- Identified opportunities to improve business process flows and productivity. Within the CS, Sales and product teams.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
Vice President of Customer Success
LogicBoost Labs
10.2020 - Current
- LogicBoost Labs is a privately funded venture studio. Focusing on investments into B2B SaaS companies.
- Helped establish, build, and grow 10 portfolio companies in the B2B SaaS space.
- Responsible for overall customer success at each portfolio company. Established Customer Success process, workflows, customer interactions, KPIs, and overall department employment.
- Developed and led each portfolio company's VIP Program, Customer Advisory Board, Customer Success Roadmap, and Customer campaigns.
- Identified opportunities to improve each portfolio's business process flows and productivity.
- Increased company and portfolio growth through collaboration with technical, sales, and marketing departments.
Vice President of Customer Success
CloudBolt Software
10.2018 - 10.2020
- Managed team of 23 and 200 customers worldwide
- Maintained 96% customer retention rate and NPS range between 52-62
- Responsible for $13,700,000 in annual revenue
- Developed and led CloudBolt’s VIP Program, Customer Advisory Board, Customer Success Roadmap, and Customer campaigns
- Generated $3,700,000 in annual revenue
- Managed $2,500,000 in Professional Services Projects
- Responsible for internal and external processes, won/loss data analysis, and competitive analysis.
Director of Client Relations World Wide
Thycotic Software Ltd.
01.2014 - 10.2018
- Managed a team of 5 and 7,500 customers worldwide
- Maintained 97% customer retention rate and NPS range between 55-65
- Developed and led Thycotic’s VIP Program, Customer Advisory Board, Customer Success Roadmap, and Customer campaigns
- Worked cross-functionally with Product Management, Development, Sales and Marketing to ensure Customer Success Responsible for Enterprise Operations
- Responsible for pricing and licensing of all Thycotic Products
- Responsible for internal and external processes, won/loss data analysis, and competitive analysis
- Analyst Relations Operations
- CRM workflow and processes for Sales, Sales Engineers, Professional Services, and Client Relations.
Senior Client Relations Manager
Thycotic Software Ltd.
01.2012 - 01.2014
- Created Thycotic’s Client Relations Department Managed 4,600 Enterprise Level Customers
- Generated $5,000,000 plus in revenue annually
- Maintained 97% customer retention rate
- Created Thycotic User Conference- UNLOCKED Maintained Analyst Relations Program
- Worked with five analyst firms, lead monthly briefing calls and inquiry papers Created Thycotic’s Customer Community and organized webinars each month for existing customer.
- Implemented feedback loops for continuous improvement of internal processes and procedures related to client relations.
Account Manager
Thycotic Software Ltd.
06.2010 - 01.2012
- Generated new prospects and leads by providing product and technical information
- Managed time effectively, met personal goals and worked effectively with other members of distribution team
- Traveled worldwide for tradeshows, meeting with prospects and current customers
- Generated $1,326,458 in revenue.
Sales Associate
Cbeyond Communications
06.2009 - 06.2010
- Top Sales representative on team, three out of nine months
- Presented and sold communication services to small to mid-sized companies
- Created sales funnel by cold calling, telemarketing and networking
- Worked with customer service and operations to ensure customer satisfaction
Summer Intern
Brand Building Communications
04.2008 - 08.2008
- Excel spreadsheet for various clients Sourced various products for major Client’s fashion event
- Assisted in coordination of photo shoots and fashion shows Distributed new products to top magazine Editors.
Education
Bachelor of Arts - Economics Management / History
Ohio Wesleyan University
Delaware, OH 08.2005 - 05.2009
Skills
Excellent Customer Support Skills
Team leadership
Strategic planning and decision making
Customer Advocacy
Revenue Retention
Customer Expansion Growth
Data Analysis
Processes Improvement
Proficient in Salesforce, Zendesk, Excel
Timeline
VP of Customer Success and Operations
Citian
10.2024 - Current
Vice President of Customer Success
LogicBoost Labs
10.2020 - Current
Vice President of Customer Success
CloudBolt Software
10.2018 - 10.2020
Director of Client Relations World Wide
Thycotic Software Ltd.
01.2014 - 10.2018
Senior Client Relations Manager
Thycotic Software Ltd.
01.2012 - 01.2014
Account Manager
Thycotic Software Ltd.
06.2010 - 01.2012
Sales Associate
Cbeyond Communications
06.2009 - 06.2010
Summer Intern
Brand Building Communications
04.2008 - 08.2008
Bachelor of Arts - Economics Management / History
Ohio Wesleyan University
08.2005 - 05.2009